Business Operations Specialist (Customer Service)

Allentown, Pennsylvania, United States | Operations | Full-time

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Company Overview:

Andesa Services, Inc is a service and technology company. We are proud to serve the Life Insurance and Annuity industry through custom Software as a Service (SaaS) technology solutions and dedicated business support to end-users such as insurance carriers, fraternal organizations, brokers or policy holders. More information on these services can be found on our website at www.AndesaServices.com.

Andesa was established in 1983 and has locations in Allentown, PA and Sarasota, Fl. We are a 100% employee-owned company via an Employee Stock Ownership Plan (ESOP), which means when you join our team, you will not only become an employee-owner, you will be contributing to and taking part in the success and longevity of the company!

Career Opportunity:

We are currently seeking driven and eager-to-learn individuals to join our Business Operations Team as a Business Operations Specialist (BOS) within our call center division – internally referred to as our dedicated support line team. This is a low volume call center role.

In this position you will gain a deep understanding of Andesa’s clients, products and services that our clients provide to their customers. Gaining this knowledge will prepare you to answer customer inquiries over the phone or via email related to annuity or insurance policies, annuity status or other general questions. When you are not assisting clients, you may find yourself assisting other areas of our Operations department, such as fulfillment (mailing) or other related administrative duties. 

This is a foundational position and provides the opportunity to learn the services Andesa provides and form relationships with the clients we serve via exposure to a wide-variety of systems and processes. This exposure prepares you for further advancement within the department and future growth at Andesa.

An ideal candidate is someone who has previous experience in a call center atmosphere, an eye for detail, a technical or financial services background or someone with previous annuity or life insurance industry experience. Bilingual (English/Spanish) candidates are desired. This person should enjoy working in a fast-paced, team-oriented environment and has the ability to handle conflict resolution. In return, you will have a career with opportunities for growth and learning.  

We strive to hire individuals who  are committed to offering dedicated support to our clients and their end-users. We offer a detailed onboarding/training program to help you assimilate not only into your new role but the company as a whole.

Training Objectives:

  • In the first 30-Days: You will be expected to gain a general understanding of Andesa’s clients, services and the technologies used. You will have the opportunity to meet with employee-owners across all levels of the organization to better understand their roles and responsibilities with respect to your department and others, while also gaining insight into the history and culture of Andesa. 
  • In the first 60-Days: You will be expected to take a deep-dive into your assigned client(s) by researching and understanding their business and products. You will have a firm grasp on our procedures and be able to start to identify opportunities for improvements. Through training you will learn best practices for supporting your clients effectively and delivering superior service. 
  • In the first 90-Days: You will be expected to have an advanced understanding of Andesa’s tools and applications as it relates to your assigned duties. You will have completed a Life-Insurance-101 internal training session and will have started to gain an understanding of the various department responsibilities and how the work flows from one department to the next. Upon the completion of your 90-day milestone you will be expected to take over a client/s as their primary dedicated support and will be expected to handle all work related to that client with limited one-on-one assistance from other team members

Primary Job Duties:

  • Act as a subject matter expert and point of contact for assigned clients;
  • Manage incoming customer inquiries over the phone (typically ranging from 1-2 calls per hour);
  • Use active listening to identify customers’ needs, clarify information, research issues and provide solutions;
  • Process daily policy transaction changes related to new or existing policies;
  • Serve as a liaison of information to carriers, brokers, policyholders or internal stakeholders and respond to customer inquiries in a timely manner as required by Service Level Agreements;
  • Ensures 100% accuracy and completion of policy transaction changes and outgoing correspondences;
  • Develops and maintains up-to-date policy or procedure documentation;
  • Assist with mailing related activities as needed.

Qualifications (Knowledge, Skills and Abilities):

  • Candidates who have previous experience working in the financial, life insurance or annuity arena are highly encouraged to apply for consideration.
  • An Associate’s degree with previous experience in a customer services/call center related position.
  • Strong phone and verbal communication skills including active listening.
  • Ability to type and use a computer and type while listening to information.
  • Customer focus with the ability to adapt to individual personality types.
  • Demonstrated ability to effectively address conflict resolution.
  • Working knowledge using basic computer software and systems (Word, Excel, PowerPoint, etc.)
  • Comfortable learning and utilizing new or existing information systems to maintain complex customer data
  • Demonstrated ability to apply critical thinking skills to resolve technology issues or address client-related inquiries
  • Comfortable navigating times of ambiguity and shifting needs of internal or external stakeholders
  • Bilingual (Spanish) speaking candidates, preferred

Physical Demands & Work Environment:

  • Physical Demands: While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit/stand for long periods of time; routinely walk; use hands to finger, handle or feel; and reach with hands and arms. Some moderate lifting of up to 20lbs (>10%) may be required when engaging in fulfillment related duties.
  • Work Environment: This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. The noise level in the work environment is usually moderate.

 Additional Position Information:

This position reports to our Allentown, PA office location.

  • Employment Status: This is a full-time (40-hours per week), non-exempt (hourly) position and is benefits eligible.
  • Work Schedule: Hours for this position may vary. Applicants should be able to accommodate a flexible and rotating schedule either on a permanent basis or as needed depending on the needs of the team. Applicants should have availability to cover shifts between 8AM – 7PM.

Equal Opportunity Employer

In accordance with the law and in alignment with our values, Andesa seeks to hire talented individuals with diverse backgrounds and experiences to help us achieve our Andesa Forever vision. We are committed to creating a work environment that is inclusive and respectful to all potential and existing employee-owners. Therefore, we do not hire, fire, discipline, promote or make pay decisions based on characteristics that are protected by applicable laws and regulations. Protected classes may include, age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, pregnancy and/or sexual orientation.